Controlled growth through a structured offshore back-office
This French company with 20 employees, located in the Paris region, designs and sells eco-friendly and customized packaging solutions for brands through its online store. Its activity is exclusively e-commerce : the website generates 100 % of sales, targeting professional clients in France and Europe. Volumes quickly increased, and with them the administrative tasks, client requests, product updates and daily marketing operations.
Very soon, the founders faced a dilemma : how to absorb this workload without destabilizing the structure and without slowing growth ? In this context, they decided to work with ScaleMyCrew to build an offshore team in Madagascar, capable of handling support and e-commerce functions remotely, while keeping strategic management in-house.
A first profile to support customer service
The most urgent need concerned managing client emails and order follow-up. Internal teams were spending too much time answering the same questions : delivery times, parcel tracking, address changes, stock availability or product formats. The first step was to recruit a customer support agent in Madagascar, fully francophone, full-time, integrated into internal tools (Gorgias, Shopify, Slack, Notion) and supervised locally by ScaleMyCrew.
Within a few weeks, this collaborator became a reliable, responsive and appreciated point of contact for clients. Email processing times dropped, founders refocused on business development, and logistics-related errors decreased. This success paved the way for an evolving offshore team strategy.
Step-by-step ramp-up
Building on this first successful integration, the company gradually expanded its team in Madagascar. A back-office e-commerce manager was recruited to handle product updates on Shopify, price verification, photo and product sheet uploads, stock monitoring and coordination with the production workshop. This collaborator works directly with logistics and catalog teams, ensuring the site remains up to date, even during launches or promotions.
Later, a marketing assistant joined the offshore team to prepare newsletters, manage the social media editorial calendar, publish content and moderate comments. She works with the marketing manager based in Paris and also supports competitor monitoring.
Finally, a sales administration assistant was added to handle B2B orders outside Shopify, generate custom quotes, monitor delivery times for bulk orders and prepare client follow-ups. This ramp-up built a dedicated four-person team in Madagascar, each specialized, locally supervised and fully integrated into internal tools.
A proven model after two years of collaboration
Today, this offshore team in Madagascar is seen as a natural extension of the Parisian team. The four profiles take part in weekly meetings, are visible on Slack, have access to Notion and contribute to reporting. They have been trained on brand values, product specifics, client types and quality processes.
The financial benefit is considerable : savings are estimated at 60 % compared to equivalent recruitment in France. But beyond cost control, it is the stability, responsiveness and precision of the work delivered that are most valued. Logistics errors decreased, marketing campaigns are better paced, and customer support has become a strength of the brand.
The founder explains that the offshore team has changed the way they structure the company. They can launch more projects, test new products and better track client data. The offshore model in Madagascar has given them strategic flexibility without excessive in-house hiring.
Why offshore works for specialized e-commerce companies
A 100 % digital e-commerce business generates countless micro-tasks : updates, client responses, recurring campaigns and flow tracking. These tasks do not need to be performed in France but require rigor, consistency and commitment. That is exactly what the ScaleMyCrew model provides : a dedicated, stable, francophone and engaged offshore team, locally supervised but managed from France.
Each recruited profile is trained in the company’s client culture, integrated into its tools and supported over time. The collaborators in Madagascar are not occasional freelancers, but permanent teammates who share the brand’s objectives, contribute to its development and build skills quarter after quarter. The contractual framework is European, invoicing is in euros, and a European account manager ensures coordination.
This hybrid model between insourcing and outsourcing is particularly suited to companies like this one : digital, growing and eager to keep their agility.
An offshore e-commerce team that supports growth
Two years after launch, the offshore team continues to evolve. The e-commerce manager is now responsible for product exports to partner marketplaces. The marketing assistant collaborates on UGC content creation. The sales administration assistant has been trained to handle carrier disputes and manage B2B claims. New functions are under review : a potential SEO profile and additional customer support during seasonal peaks.
This offshore team in Madagascar, supervised by ScaleMyCrew, has become a real lever for growth and structure, without adding rigidity. The company can now confidently plan its international expansion, knowing it has a solid, motivated and scalable team.
And most importantly : satisfied clients and consistent service quality despite rising volumes.
Ready to build your e-commerce team in Madagascar ?
This case study shows how an e-commerce SME can build a high-performing offshore team in Madagascar, by smartly delegating support, back-office, marketing and sales administration. The ScaleMyCrew model enables progressive ramp-up, a secure framework and smooth integration into the existing organization.
Are you an e-commerce business looking to structure your growth without overloading your local team ? Contact us to build your dedicated team in Madagascar.